Sep 2025 – Mar 2026 · 6 mos · United States · Remote

Jul 2025 – Sep 2025 · 2 mos · Hermitage, Pennsylvania, United States · On-site

Sep 2021 – Apr 2025 · 3 yrs 7 mos · Remote · Remote

• ● Created hands-on training using Articulate Storyline.
• ● Created over 100 storyboards for training using adult learning principles.
• ● Assessed training needs through surveys, interviews with employees or focus groups.
• ● Assessed needs for internal learners and external dealer partners.
• ● Developed and facilitated learning programs to ensure the professional development of employees.
• ● Identified gaps in existing curriculum materials or processes and developed solutions accordingly.
• ● Explained goals and expectations required of trainees.
• ● Advised management on effective ways to use technology for delivering educational content.
• ● Used role-playing, lectures, and simulations to present information in a variety of instructional techniques and formats.
• ● Assisted in creating a culture of continuous learning by providing guidance on best practices in adult education principles.
• ● Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
• ● Analyzed feedback from participants in learning sessions to improve future offerings.

Aug 2019 – Sep 2021 · 2 yrs 1 mo · Remote · Hybrid

• ● Provided Tier-1 customer support, resolving 95% of technical issues within first contact, improving customer satisfaction scores.
• ● Participated in team meetings to discuss strategies for improving customer experience.
• ● Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• ● Evaluated software or hardware to recommend improvements or upgrades.
• ● Researched customer inquiries using available resources such as FAQs and online forums.
• ● Answered user inquiries to resolve computer software or hardware operation problems.
• ● Prioritized workloads to meet customer needs and maintain established deadlines in a fast-paced environment.
• ● Applied consultative approach to collect information on customer service, account and technical concerns.

Oct 2015 – Jan 2019 · 3 yrs 3 mos · Hermitage PA · On-site

• ● Provided quality control and eliminated downtime to maximize revenue.
• ● Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• ● Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• ● Oversaw warranty counseling process to manage expense controls.
• ● Promoted available products and services to customers during service, account management and order calls.
• ● Monitored customer satisfaction levels through surveys and feedback forms.
• ● Maintained records of customer interactions and transactions.
• ● Assisted with scheduling appointments for service work to be performed on vehicles.
• ● Resolved customer complaints in an efficient and courteous manner.
• ● Demonstrated knowledge of advanced diagnostic equipment used in the shop.
• ● Supported sales team members to drive growth and development.
• ● Explained policies and reviewed documentation to obtain signatures.
• ● Researched industry trends related to rental prices in order to determine optimal pricing strategies.
• ● Oversaw maintenance, appearance and performance of company vehicles.
• ● Employed sales techniques to boost sales and services.
• ● Managed day-to-day activities involving customers, subcontractors and service advisors.
• ● Prepared sales contracts, researched customer needs, and promoted various products and services.
• ● Coordinated move-in, move-out processes with new inventory ensuring proper documentation was completed.

Nov 2013 – Aug 2015 · 1 yr 9 mos · Niles, Ohio, United States · On-site

• Oversee daily operations of the trampoline park to ensure a safe, clean, and fun environment for guests and staff
• Manage, train, schedule, and supervise staff across departments (front desk, safety monitors, maintenance, concessions, party hosts)
• Ensure all safety protocols and procedures are followed, including routine equipment inspections and staff safety training
• Monitor guest satisfaction and resolve any customer service issues or complaints promptly and professionally
• Develop and implement strategies to drive sales, bookings, and repeat visits (e.g., group events, parties, promotions)
• Coordinate with vendors for equipment, maintenance, and supplies
• Ensure compliance with local, state, and federal health and safety regulations
• Lead team meetings and staff development sessions to reinforce expectations and improve performance
• Create and maintain employee schedules to align labor costs with traffic and events
• Design marketing and promotions to increase visibility and customer engagement
• Report key performance indicators (KPIs) to ownership or corporate leadership